Customer support · Production

Aplazo achieves 40%+ CSAT improvement and 36% automation increase with Kustomer AI

The problem

Hypergrowth tripled APLAZO's support volume, leaving the team at capacity and exposing operational gaps that adding headcount alone could not fix. They needed a scalable model that preserved the empathy and speed their brand was built on.

Workflow diagram · grounded in source

Customer inquiry via messaging channel

trigger

“WhatsApp and the newly integrated in‑app chat, which together account for 95% of general info inquiries”

Concierge AI responds instantly in Mexican Spanish

ai_action

“APLAZO configured Kustomer AI to deliver instant, natural, and friendly responses in Mexican Spanish. Specialized Kustomer AI Agents were deployed to act as an intelligent shield, answering routine informational questions 24/7”

Route complex cases to live agent

routing

“offering a seamless, one‑tap path to a live agent when needed”

Envoy surfaces real-time answers for human agents

ai_action

“Kustomer Envoy supercharged APLAZO's agents. This layer augments human reps with real‑time suggested answers, guides them through complex financial workflows, and provides responses grounded in the exact same trusted knowledge base as th…”

Full conversation context passed on escalation

integration

“when a conversation transfers from an AI bot to a human, the agent receives the full context of the interaction, eliminating frustrating repetition and making every handoff smooth and intelligent”

Reported outcome

Within four months, APLAZO achieved a 40% CSAT improvement for general-information inquiries and a 36% increase in automation's share of total inquiries, while human specialists shifted focus to high-value, sensitive financial cases.

Reported metrics

CSAT improvement for general-information inquiries40%+

Automation share of total inquiries36%

time to achieve CSAT resultwithin just four months

General info inquiries via primary channels95%

Show all 5 reported metrics

CSAT improvement for general-information inquiries40%+

automation share of total inquiries36%

time to achieve CSAT resultwithin just four months

general info inquiries via primary channels95%

response time for frequently asked questionsnotably faster and consistently accurate

Reported stack

KustomerKustomer ConciergeKustomer EnvoyWhatsApp

Source

https://www.kustomer.com/customers/aplazo/

Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Within four months, APLAZO achieved a 40% CSAT improvement for general-information inquiries and a 36% increase in automation's share of total inquiries, while human specialists shifted focus to high-value, sensitive…

What tools did this team use?

Kustomer, Kustomer Concierge, Kustomer Envoy, WhatsApp.

What results were reported?

CSAT improvement for general-information inquiries: 40%+; Automation share of total inquiries: 36%; time to achieve CSAT result: within just four months; General info inquiries via primary channels: 95% (source-reported, not independently verified).

How is this customer support AI workflow structured?

Customer inquiry via messaging channel → Concierge AI responds instantly in Mexican Spanish → Route complex cases to live agent → Envoy surfaces real-time answers for human agents → Full conversation context passed on escalation.